Position Description:
The Call Center Representative provides exceptional customer service to residents in a fast-paced, high-volume environment. This role is responsible for handling resident inquiries, complaints, and maintenance requests; facilitating and tracking work orders; and supporting leasing and property management functions as needed. We are seeking a skilled and dependable Call Center Representative with proven customer service experience, particularly in handling resident communications. The ideal candidate demonstrates empathy, professionalism, and efficiency while resolving issues and providing accurate information regarding building services, policies, and procedures.
Essential Functions:
- Answer high-volume inbound calls from current and prospective residents, taking appropriate and timely action for each inquiry.
- Address resident questions and concerns related to leasing, maintenance, billing, and general property services.
- Receive, log, and process maintenance requests by creating and managing work orders in MRI and Corrigo property management systems.
- Maintain customer satisfaction ratings in accordance with established company performance standards.
- Resolve resident issues using company policies and procedures; escalate matters requiring managerial review when appropriate.
- Handle resident complaints professionally, utilizing de-escalation techniques to achieve effective and respectful resolutions.
- Conduct outbound follow-up calls regarding rent delinquency, lease renewals, and maintenance appointment confirmations.
- Assist with administrative and compliance-related tasks, including support for the annual recertification process.
- Maintain accurate and detailed documentation of all resident interactions within company systems, including MRI and Corrigo.
- Stay knowledgeable of company services, processes, and policies by attending mandatory training sessions and meetings.
- Ensure all customer records are kept current by accurately inputting and updating data on company platforms.
The above is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of the job. It is not to be construed as an exhaustive statement of all the job functions.
Responsibilities
Our Call Center Representatives share a common competency framework. These guide our approach and in turn, help us create value. We have a strong commitment to always treat others with respect.
- Patience and Empathy: Understanding the frustration of the callers and having the ability to offer and explain solutions in a respectful and calming manner.
- Timeliness: Representatives should be swift and accurate in responding to inquiries and providing resolution.
- Positive attitude. No matter how upset a customer might be, representatives must keep a positive attitude. Using positive language that reflects confidence in finding a solution will reassure a customer and encourage sustained loyalty.
- Active listening. If a customer wishes to explain a situation in detail, representatives need to be willing to listen. In addition, customers may not necessarily accept the solutions a representative has to offer or have questions about them, so attentive listening is critical to showing respect for customer opinions and offering them the best eventual solution.
- Organization. During customer service exchanges, representatives must be organized at all times to deliver timely service. This means being able to navigate efficiently between different windows and manuals. Organization is vital to taking notes in a timely manner and delivering great service.
- Adaptability. Of the most essential customer service skills, adaptability to changing situations is crucial. Representatives need to be ready to handle varying customer demands or possible technical issues. One service interaction may completely differ from another, so a readiness to go with the flow and adapt as needed is an important skill to master.
Knowledge, Skills & Abilities
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Previous experience in call center environments, customer service, or property management. Experience in affordable housing is highly preferred.
- Software Proficiency: Proficient in Microsoft Office Suite (Word, Excel, Outlook) and property management software, including MRI, Corrigo, and Appointment Plus.
- Compliance Knowledge: Basic understanding of Fair Housing Laws and affordable housing programs is highly desirable.
- Communication: Exceptional verbal and written communication skills, with a patient and professional demeanor.
- Bilingual Skills: Ability to speak additional languages is preferred, such as Spanish, Russian, or Creole.
Education/Work Requirements
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High School Diploma or equivalent
- Superior communication skills (verbal, interpersonal, written, presentation)
- 3+ year(s) of customer service experience, preferably in a call center environment
- Computer literacy in Microsoft Office Suite and an aptitude for learning new systems quickly
- Knowledge of Corrigo operating system a plus
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, etc.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to use discretion and exhibit high level of confidentiality.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. (Ability to lift and handle tenant files; ability to carry up to 10 lbs.)
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Safety & Security
All workers are under obligation to follow rules and regulations pertaining to safety and security. Failure to comply with safety & security rules and regulations will result in disciplinary action up to and including termination of employment
Evaluation Methodologies
This position will be evaluated based on the incumbent’s ability to prioritize, time management skills and flexibility. In addition, the incumbent’s performance will be measured and evaluated according to the standardized tool used for all employees providing service to internal and external customers and incorporating Company’s policies and procedures.
Schedule:
Tuesday - Friday: 10am - 6pm
Saturday: 8am - 4pm
